208029 / Senior Call Center Engineer
Core
Design, develop, and implement enterprise contact center technology products and systems, acting as a technical leader for architecture and complex issue resolution.
Role type
Senior IC Contact Center Engineer
Builds
Production contact center applications, systems, and products in multi-platform and converged environments
Domain
Contact Center Engineering / Telephony Systems
Deliverable
production ML models | product features | infrastructure
Required skills
Genesys 8.x Framework, Avaya ACD/IVR/CMS, Cisco IP Contact Center, Workforce Management, CTI, Speech Recognition, SQL/Oracle, VXML programming, Enterprise system integrations
Preferred skills
Healthcare industry compliance (HIPAA, SOX), Nuance/ScanSoft speech application design, Siebel CRM integration
Technologies
Genesys, Avaya, Cisco, Nuance, SpeechWorks, Siebel, SQL, Oracle, VXML
Responsibilities
Design and develop contact center solutions aligned with business objectives; establish enterprise architecture standards; lead disaster recovery technology implementation; consult on complex projects and advanced research; mentor contact center engineering staff
Seniority
Senior, hands-on IC
